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There’s been some misreportings about this in the blogosphere. Let me be clear, we read 100% of the comments and there is no censorship or banning of users. All comments are reviewed and posted—good or bad—as long as they fall within our Rules of Engagement. We will not … READ MORE

Welcome to our first post regarding Design @ Dell. Today, Steve and I will introduce Dell’s philosophy behind design and user experience. As many of you are probably aware, the direct model influences almost everything we do. It allows our design and user experience teams to interact directly … READ MORE

All customer feedback matters—whether it comes through our technical support people, Dell.com, the Dell Community Forum or this weblog. The majority of it drives home a common theme: “Fix my problem, now…” Reams of data shows that if we can resolve a customer’s issue in the first one … READ MORE

Motherboard QuestionAll XPS 700 motherboards will accommodate Pentium D, Core 2 Duo and Core 2 Extreme processors. What this means: upgrading the processor from a Pentium D to a Core 2 Duo or Core 2 Extreme will not require a motherboard upgrade. If you decide to upgrade down … READ MORE

For Dell customers waiting patiently for your XPS 700, I have news. We will begin shipping within a week from today. Also, I can confirm that we’ll support the Pentium D, Core 2 Duo and Core 2 Extreme processors when they are available. Sorry for making you wait, … READ MORE

A few people have asked about how comments are moderated so I thought I’d clarify. You can read our “Rules of Engagement” for more details. Since launch, we’ve posted about 80% of comments and directed 18% to Dell support for resolution. We rejected 2% because they were off-topic, … READ MORE

So… you wanna talk about service? Let’s do it. WARNING: this post will be a bit longer than the norm and is just the tip of the iceberg. I’ll kick it off and then we will take it where you want to go. The good news is that … READ MORE

Today, Jeff Jarvis says we need to post more frequently, and I agree with him. There’s a reason why we’ve been quiet—Dell one2one’s first four days have been a wild ride.The more than 140 blog posts on one2one have been a healthy mix of positive, negative and neutral. … READ MORE

Beyond what you’ve seen in the blogosphere, there is no update on the now infamous “flaming notebook” from Osaka. We replaced the customer’s computer and are still investigating the cause. We think it was a fault in a lithium ion battery cell. Update (8-14): Alex Gruzen just published … READ MORE

Yesterday was the first official day of Dell’s one2one weblog and already Jeff Jarvis and Steve Rubel were kind enough to tell us what we’re doing wrong. Thanks for the feedback, guys. We'll keep working to get it right. Shel Holtz weighed in a bit more constructively. Our … READ MORE

It is hard for me to believe that it has been 10 years for www.dell.com. Back in those days, everything about the website was streamlined—the information architecture, our vision and maniac focus on the user experience. The site was an extension of how we naturally interacted with our … READ MORE

Since Dell launched the PowerEdge server line 10 years ago, we have introduced servers in waves or “generations”, where each generation is defined by a common set of system technologies—common networking chips, RAID subsystems, etc. The approach makes it easier for customers to adopt those technologies and has … READ MORE